Overview
Custom Contacts allow administrators to create and manage a shared set of contacts that are made available to agents directly within the Sharpen interface. Unlike user-defined contacts that individual agents create and manage themselves, Custom Contacts are centrally controlled by an administrator and cannot be edited by agents. Custom Contacts can be assigned globally to all users or scoped to specific agents or user groups depending on your needs.
Custom Contacts are accessible anywhere the Contacts tab appears within Sharpen, including the Sharpen Q Phone, the Outbound Q Dialer, and during interaction transfers. They are visually distinguished from user-defined contacts by a teal star icon.
Managing Custom Contacts
Navigate to Admin > Configuration > Custom Contacts to view and manage all Custom Contacts for your organization. From this page you can search for existing contacts and filter by assigned agent or user group.
Any contact displaying N/A in the Assigned Agent or Group column is a Global Custom Contact and is available to all Sharpen users.
Adding Custom Contacts
Contacts can be added individually or imported in bulk:
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Individually
Click the Add New Contact button to open the new contact form.
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In Bulk
Click Import Contacts to upload a CSV file containing multiple contacts at once.
When importing contacts via CSV, two fields are required or the import will fail: phone1Type and phone2Type. Accepted values for these fields are work, home, or mobile.
Creating a New Custom Contact
Navigate to Admin > Configuration > Custom Contacts and click Add New Contact.
Complete the following:
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Contact Information
Enter the contact's details. At a minimum, the following fields are required: First Name, Last Name, and Phone Number.
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Visibility and Assignment
By default, new Custom Contacts are assigned globally and will be visible to all Sharpen users. To restrict a contact to specific agents or user groups, click the Add button in the respective Agents or User Groups section and make your selections.
Once all information has been entered, click the Add button at the bottom of the screen to save the contact.
How Custom Contacts Display
Custom Contacts are identified by a teal star icon wherever contacts are displayed within the Sharpen interface. Unlike user-defined contacts, Custom Contacts cannot be edited or deleted by agents, they are read-only from the agent's perspective.
Custom Contacts appear in the following locations:
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Sharpen Q Phone
Visible in the Contacts tab within the embedded phone interface.
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End User Dashboard
Visible in the Contacts tab alongside user-defined contacts.
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Interaction Transfer
Available when an agent is transferring an active interaction to another party.
This article is part of a series on Admin Configuration topics.